Maddyson Pentland
North Ryde,NSW
Summary
Passionate and Committed Individual who is highly self-motivated to deliver exceptional results within the business management, Data Analysis and Retail sectors.
Overview
17
17
years of professional experience
Work History
Customer Experience Specialist
Nutritics
07.2021 - Current
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Streamlined customer support processes for increased efficiency and faster resolution times.
- Collaborated with team members to create a positive work environment and improve overall customer experience.
- Implemented new strategies to reduce average call handling time, increasing productivity and customer satisfaction.
- Collected valuable data through surveys and focus groups, leading to actionable insights for company improvements.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
- Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
- Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
Business and Operations Manager
BBA Group
08.2020 - Current
- Responsible for the Management and Growth of our major client, Hello Fresh
- Implementing company structure, and Human Resource Management
- Day-to Day Operations and Management of a team of 20 Sales Consultants
- Web and Social Media Management and development including building the company website
- Design of Company Training Modules and execution of those
- Recruitment and staff retention
- Setting and Managing expected company KPI's
Digital and Social Media Manager
Domayne
06.2018 - 08.2020
- Submission and maintenance of online product and promotions
- Oversee Customer Service Management
- Working with the online teams to deliver digital marketing campaigns for example EDM (Email), Facebook and Instagram Organic and Sponsored Posts
- Maintenance of SEO Search Terms
- Gathering an analysing data for reporting
- Metrics include Google Ads, Google Analytics, Facebook Insights & Analytics and reporting through Google Data Studio
- Providing insight and analysis into recent performance, and utilising data to determine potential areas of future improvement
- Management of the marketing calendar ensuring all campaigns are aligned with the business
Product and Marketing Manager
Domayne
04.2017 - 08.2020
- Managing KPI Targets
- Analyzing Data
- OTB Spreadsheet Management
- Promotional Coordination & Design including Sale Brief, Catalogues, Press, In-store promotional material and layout
- Maintaining Supplier relationships including the design and purchase of wholesale product within the Bed Linen and Bathroom Homewares Categories
- Implementing Staff Training and Development events
- Was a key driver in reducing the number of inventory within the category
Proprietor
Domayne
07.2015 - 04.2017
- Recruitment and Staff Retention
- Training and Development of 12-15 Staff
- Administration Tasks i.e., Wages, Rostering, Reporting
- Inventory Management
- Managing KPI Targets for both business and individual Employees
- Merchandising and Layout
Department Manager
Harvey Norman
01.2011 - 07.2015
- Training and Development of 12-15 Staff
- Inventory Management & Ordering
- Merchandising and Layout
- Customer Service
- Retail Sales
2IC
Strandbags
01.2007 - 07.2013
- Rostering & Scheduling
- Inventory Management & Ordering
- Merchandising and Layout
- Customer Service
- Retail Sales
Education
Bachelor of Business (Marketing) -
Torrens University
01.2019
Diploma of Marketing (Digital Media) -
Open Colleges Australia
01.2017
Certificate Three in Business Administration -
Tafe NSW
01.2010
Higher School Certificate -
Lucas Heights Community School
01.2009
Skills
- Business Management
- Data Analysis
- Adaptability
- Communication and Negotiation
- Time Management
- Ability to work under pressure
- Operations management
- Staff development and training
- Team building and management
- Analytical and Problem Solving Skills
Timeline
Customer Experience Specialist
Nutritics
07.2021 - Current
Business and Operations Manager
BBA Group
08.2020 - Current
Digital and Social Media Manager
Domayne
06.2018 - 08.2020
Product and Marketing Manager
Domayne
04.2017 - 08.2020
Proprietor
Domayne
07.2015 - 04.2017
Department Manager
Harvey Norman
01.2011 - 07.2015
2IC
Strandbags
01.2007 - 07.2013
Bachelor of Business (Marketing) -
Torrens University
Diploma of Marketing (Digital Media) -
Open Colleges Australia
Certificate Three in Business Administration -
Tafe NSW
Higher School Certificate -
Lucas Heights Community School